My Big Fat App Xenophobia
By Scott HagueOwner and Development Director
23rd June 2015
www.integratedchange.net
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noun
an unreasonable fear of that which is foreign or strange.
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iPhone
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Apps.
The consumer
was moving
faster than them.
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They now the lead the way in consumer experience
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Amazon
They know you don’t like to wait
They make it easier for users to
find what what they want
The experience is customised
Users recognise that they invest in
technology
They provide information where
and when you need it
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10
8
10
10
Vs.
Healthcare
Makes the patient wait to get an
appointmentMakes the patient re-enter their
information at every encounterMakes the patient do their own
homeworkDoesn’t send specific information
on their conditionNo personalised experience
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2
1
3
2
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A patient is a patient.But they can be a consumer.
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Disconnect between healthcare offerings and patients.
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85%Don’t know the name of the physician 78%
Don’t understand hospital discharge instructions
50%Patients not asked if they have any questions
80%
Of serious medical errors involve miscommunication between caregivers when patients are transferred
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But yet…
80% of smartphone users want to interact with their healthcare providers.
Via their mobile.
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Symptom 1
Let me speak to IT
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Symptom 2
I have a Blackberry and apps are for
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Symptom 3
We have a website
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Symptom 4
We have an extensive range of
brochures
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Symptom 5
Governance will mean the project is a
no starter
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Symptom 6
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“People don’t like being asked why they want an appointment, they seem
happier to tell a computer”
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How To Treat App Xenophobia
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Treatment Plan 1: Admit you have a problem
Go talk to your patients
Never assume you know because you don't
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“I booked a hotel room last night, I checked the local area, viewed information relevant to me and joined a loyalty programme in under 10 minutes on my phone app. I then logged in and changed the booking. Why can’t you give me this for your practice!”
“I feel excited knowing that my consultant doesn't need to re-know me every time I see them”
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Treatment Plan 2: Involve Everyone
Physicians, Caregivers, Patients, Vendors, Legal and technology innovators need to work
together…
but you must do it early
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Treatment Plan 3: Forget About Devices
The person behind it counts
Simon Sinek: http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html @integratedchg
Treatment Plan 4
Stop printing brochures
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Treatment Plan 5:
Just Look At What Is Possible
Procedure and explainer demos
Pre-auth forms before arrival
Condition specific materials before appointments
Productive waiting times
Make and amend appointments
Preferred appointment windows
Checklists, what to bring on the day
Live bed availability
Loan of an iPad for their stay, painNausea feelings, food requests, qualitysurveys, test results, medication orders
Interactive consultant directories, Contact details, location
Discharge information, adherence andEmergency contact
Nurse and doctor rounds, dictation
Push notifications that keep engagement high
Digital loyalty cardsStaff apps, travel information, trainingmodules, company news, vacancies
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You’ll need a balanced diet of digital activity
If included as part of a healthy digital lifestyle, apps will lock-in your patients, protect your referral stream and capture new business
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What We Do
“We move healthcare organisations from traditional,
paper intensive led processes to one that encompasses a digital
approach.”
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End Of Presentation
Thank you for your time